Director IT Problem Management

Request Technology
170000.00 - 220000.00 USD Annual + Bonus
15 May 2019
22 May 2019
Information Technology
Contract Type
A prestigious company is on the search for a Director IT Problem Management. This role is all about incident management and IT service management. This individual needs to have an understanding of ITIL3 with an emphasis on incident management, problem management, change management, and operational analysis and design. This person also needs to have ServiceNow experience.

Primary Responsibilities:

  • Follow established processes & procedures to capture, assess, report and disseminate Problem Management metrics
  • Identify Key Performance and Key Risk Indicators and associated metrics to measure IT effectiveness in mitigating IT Risk
  • Follow established processes, procedures & SLAs to identify, implement and document analysis of Production impacted events
  • Responsible for contributing to the development/improvement of processes/procedures related to proactive problem management
  • Identify trends and potential problem sources by analysing incident records, change records, and other data sources with the objective of preventing incidents and problems
  • Review existing incident, problem and Change events to identify opportunities for improvements that reduce risk and impact to the business
  • Provide guidance to problem management staff
  • Design, produce and distribute reports as required
  • Coordinate, plan and escalate the development of service improvement opportunities to address high risk and/or high impact events affecting the Production environment
  • Organize and facilitate meetings with all levels of stakeholders
  • Coordinate with Problem Management for analysis of root cause, contributing factors and problem remediation tasks
  • Present to different audiences and adjust accordingly. (business, technical and management) either structured presentations or ad-hoc


  • College degree or equivalent experience, advanced studies/degree preferred
  • Minimum 8-10 years IT experience
  • 4+ years of analytical experience
  • Must conform to standards, policies and requirements, while seeking improvement opportunities
  • Good interpersonal skills
  • Highly organized and motivated to make a difference
  • Understanding of ITIL3 with an emphasis on Incident Management, Problem Management, Change Management, and operational analysis and design
  • Proficient with MS Office (Word, PowerPoint, Excel, Outlook)
  • ServiceNow Experience